Persistency Performance Lead

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.  

Are you a conscientious self-starter with a highly numerate and analytical mindset? Do you excel at problem-solving, paying attention to detail, and maintaining excellent organisational skills? If you have experience in the insurance industry and can work collaboratively while managing multiple initiatives then we want to hear from you!

We’re looking for a Persistency Performance Lead to join our Commercial & Marketing team either working remotely or based in our Salford Quays, Manchester or Haywards Heath, West Sussex offices.

In this role you’ll lead the set up and optimisation of renewal business processes for the Home insurance product.

With your understanding of the core business processes as they pertain to Home, you’ll take the lead role in identifying risks and opportunities, then proposing initiatives to exploit them.

We’re all about people and we’re passionate about continuous improvement, so you’ll support the delivery of our longer-term customer persistency strategy and work to continually progress our methods and team knowledge. 

Core skills we’re looking for to succeed in the role:

• Conscientious self starter
• Highly numerate and analytical way of thinking
• Problem solver, with attention to detail and good organisational skills
• Experience of the Insurance industry, ideally in Home Insurance and / or Persistency 
• Ability to work collaboratively and manage multiple initiatives across different areas of the business (Product, Change, Finance, Digital, Operations).

What’s involved:

• Take the lead role on all Persistency KPIs for Home, working closely with the business and the Persistency Performance Manager to understand performance and exploit risks and opportunities.
• Be able to clearly articulate the key drivers of renewal performance and disseminate this to the business in particular senior stakeholders.
• Understand the broader customer persistency strategy and how it pertains to Home and Motor.
• Lead tactical commercial initiatives for Home across functional teams, including the Home “ring fenced team” to deliver new capability or improvements in persistency performance.
• Work closely with finance to support Home Persistency forecasting, budget and retrospective analysis processes. Ensuring all Home Persistency KPIs are appropriately defined and where they are different to other Products that this is documented and understood.
• Access and analyse often large amounts of information, data and market intelligence from multiple sources to create insight to optimise trading activities and generate new tactical and strategic initiatives.
• Work with the business to ensure all Persistency KPIs are effectively managed with the ability to hold other business functions accountable for delivery where appropriate.
• Put in place appropriate engagement with cross functional teams to support the delivery of Home business objectives.
• Any other reasonable duties as required.

Experience

• Experience of working within a highly regulated environment.
• Understanding of the insurance/financial services industry, its products and key regulations, ideally with Home insurance specific knowledge.
• Strong stakeholder management experience within a fast paced, matrixed environment.
• Exposure to insurance business functions – pricing, digital, finance, operations, underwriting.
• Exposure to senior management level and above in a customer-focused business.

Skills

• Highly numerate and analytical. Ability to solve problems and distil complex information into clear insight and recommendations.
• Ability to influence senior stakeholders and external suppliers. The ability to champion the customer persistency agenda (a key focus for the business)
• Highly motivated self-starter.
• Structured thinking to find solutions to complex problems and the ability to adopt a pragmatic way forward.
• Strong IT skills (including Excel and ideally programming skills)
• Excellent communication & presentation skills, both verbal and written.
• Good time management and organisation skills.
• Attention to detail.
• Entrepreneurial mind-set with the ability to spot opportunities.
• Strong organisational & planning skills.
• Be confident in prioritising and balancing competing work streams.

Knowledge

• Ideally an excellent understanding of retail insurance products, the insurance industry and the different distribution channels.
• Subscription-based businesses in other sectors will be considered.

Behaviours

• Professional, confident and personable.
• Commercially focused with a strong customer ethic.
• A flexible approach and positive attitude.
• An agile approach to project management and the ability to react rapidly to changes in business priorities to take advantage of emerging opportunities.
• Able to work independently or collaboratively as part of a team.
• Able to influence internal and external stakeholders.
• Strives to drive business improvements to contribute to the success of the business.
• Self-motivated, enthusiastic, targets driven, and results focused.
• Analytical by nature with an aptitude for data-based decision making.
• A determined attitude to deliver change and rapidly overcome obstacles.

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our colleagues think about working here.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.